Car Insurance Policy Booklet - Your Premier

Car Insurance Policy Booklet - Your Premier

Your Premier Car Insurance Policy Booklet

Our policy gives you 5 star protection Hastings Direct and Premier Car insurance policies have been awarded a 5 Star Rating from Defaqto, the independent financial research company. This is great news for our customers and us as it supports our goals of delivering great straightforward service to our customers, as well as being the lowest cost provider of quality general insurance. Most of all it means we can be confident that our motor insurance products are not only a great price, but are some of the most comprehensive policies on the market.

What is a Defaqto Star Rating?

Defaqto are an independent financial research company who specialise in collecting, researching and sharing financial product information. Since 1994 they have built a comprehensive, whole of market, financial product information database and become one of the leading providers of financial product information in the UK. Defaqto Star Ratings are a simple, reliable way to identify at a glance the overall level of features or benefits within an insurance policy - whether a customer needs a simple policy, one with lots of features and benefits or something in between.

Find out more at PERSONAL LINES BROKER OFTHEYEAR 2013 Insurance Times Awards, Personal Lines Broker of the Year 2013 and 2014 Car Insurance Provider of the Year, Consumer Moneyfacts Awards 2013 and 2014 UK Broker Awards, Personal Lines Broker of the Year 2014 British Insurance Awards, Personal Lines Broker of the Year

Car Insurance Policy Wording Customer Service 0800 035 4801 1 Things you need to know Claims service 2 Information about your contracts for insurance 4 Caring for our customers 5 Travelling abroad? 6 Consumer Insurance 6 (Disclosure and Representation) Act 2012 Keeping your policy up to date 7 Hastings Direct’s terms and conditions Whose products do we offer? 9 Who regulates us? 9 Ownership and close links 9 What is the insurance intermediary 10 service we provide you with? What you have to pay for our services 10 Client money and instalments 12 Introducer arrangements 12 Renewing your policy 13 Automatic renewal 13 After renewal 14 Data protection notice 14 When do we collect personal data? 15 How we will use your data? 15 Credit checks 17 Compliance with legal obligations 18 and responsibilities How your data will be processed 19 Can I see the personal information you 20 hold about me?

Motor insurance policy Your policy summary (Key Facts) 22 Information about your policy documents 27 Contract of insurance 27 Guide to cover 28 Meaning of words 29 Policy cover 1. Damage to your car 30 (except that caused by fire or theft) 2. Damage or loss by fire or theft 34 3. Liability to third parties 37 4. Personal accident 39 5. Territorial limits and using 40 your car abroad 6. Medical expenses 41 7. Personal belongings 41 8. Glass damage 42 9. No-claim discount 42 10. Child seat cover 43 11. Overnight accommodation or 43 onward transport following a claim General exceptions 44 General conditions 46 Cancellation 49 Endorsements 51 Important guidelines when 54 travelling abroad Your motor legal expenses and breakdown cover policy wording Motor Legal Expenses 58 Hastings Direct Motor Breakdown 73 Useful information Useful information and frequently 97 asked questions Contents

Car Insurance Policy Wording Customer Service 0800 035 4801 2 Claims service We hope that you are never unfortunate enough to have an accident or loss, however we also know that these things happen and that the true value of your car insurance lies in the service you receive at this difficult time. You should notify us of any accident or loss within 24 hours of the occurrence. By notifying us as soon as possible, your insurer can settle your claim quicker, and if your car is repairable, arrange for one of their nominated repairers to be notified as soon as possible. Furthermore quickly notifying us of the incident means that the details are fresh in your mind and can help your insurer lessen the cost involved in dealing with your claim, helping them to keep their prices as low as possible.

What to do If you have an accident — remember STOP: Stop at the scene of the accident, never admit blame or offer to pay for damage, and tell us if anyone else does. Telephone us on 0844 561 1417, even if you do not want to make a claim. Obtain the name, address, telephone number and vehicle registration of the other drivers and give yours in return. Try and get details of any witnesses. Police. Call the Police if there has been an injury or if any driver does not stop at the scene or give their details.

If you become aware of any insurance related incident, you must tell us, even if you don’t want to make a claim.

Need to make a claim? Simply call our friendly team on: 0844 561 1417 If you need to report an incident from outside of the UK, please call us on: 00 44 1424 738 585 S T O P Remember to save this number in your mobile phone (if you have one) so you will have it available if an incident occurs. Our claims helpline is open 24 hours a day, 365 days a year and is a first response service with operators who can confirm whether your policy covers you for the incident. When you call us, we will ask you some questions about the circumstances of the incident, we will then transfer you to your insurer’s claims department who will take the next steps.

If the only damage is to the windscreen or windows in your car, please call the glassline shown on your certificate of motor insurance and on your schedule. This line is open 24 hours a day 365 days a year.

Car Insurance Policy Wording Customer Service 0800 035 4801 3 Repair Service for an accident when using your insurer’s nominated repairer: Remember that by using your insurer’s nominated repairer, you will benefit from a number of things, including a guarantee for your repairs, and authorisation and payment direct to the repairer. All you need to do is pay your excess. You are of course permitted to use your own repairer, however you will not be entitled to the benefits shown in the table below and will need to submit repair estimates to your insurer for authorisation, which may delay the progress of your claim.

Repairs If the damage to your car is covered under your policy and can be repaired, then your insurer will arrange for one of its nominated repairers to contact you. Authorisation You do not need to get any estimates and your repairs can begin as soon as your insurer has authorised them. Delivery When the work is complete, the repairer will contact you to arrange a convenient time to deliver your car back to you. Payment Your insurer will pay the bill. All you need to do is pay any policy excess to the repairer before the car is delivered back to you.

If your car is a total loss (a write off), your insurer will ask you to send in your original documents (for example V5C and MOT certificate).

Remember to clear your car of personal belongings and your tax disc before it is collected. Points you need to know about the courtesy car service: • The service is only available for the duration of your repairs, if you use one of your insurer’s nominated repairers for repairs to your car following damage covered under Sections 1 and 2 of your policy.

• A courtesy car is not available if your car is stolen or is considered to be a total loss • The courtesy car will usually be a Group A vehicle, such as a Ford Ka. What number to call in the event of a claim for Legal Expenses or for Breakdown: Claims for Motor Legal Expenses: Accident related claims: 0844 800 4585 Motor Prosecution Defence: 0844 770 1051 Claims for Breakdown cover within the UK: 0844 8793048 within Europe: 00 44 1737 815 876

Car Insurance Policy Wording Customer Service 0800 035 4801 4 Information about your contracts of insurance You will enter into two separate contracts when you take out an insurance policy through us.

The first contract is with us for arranging and administering your insurance policy, on your behalf, and we shall charge you arrangement and administration fees for providing our services. Our terms and conditions are set out in this document. The second contract is with the insurer noted on your certificate of motor insurance and your policy schedule, for providing your insurance and they shall charge you a separate premium inclusive of insurance premium tax. Their terms and conditions are set out in this document (pages 22–end) and your statement of insurance, certificate of motor insurance and schedule.

The new business arrangement and administration fees and insurer premium will form the cost of the insurance. The amounts paid in respect of the cover you hold are found in your statement of price.

If you make any changes to your policy, additional costs may be incurred. Please note that when we are arranging your insurance or making any adjustments to it, we are acting on your behalf as your agent. When dealing with claims for Advantage Insurance Company Limited we are acting as the agent for the insurer. All other claims will be dealt with by the insurer concerned. If you are unhappy or concerned with this arrangement or wish to have more information please contact us. Points you need to know about the courtesy car service (continued) • The courtesy car will be automatically insured by this policy, subject to underwriting terms and conditions, at no additional cost, and normal policy terms will apply.

• You will be responsible for the courtesy car, including any fines for parking, motor offences and fixed penalties and any congestion or toll charges incurred. The courtesy car service is provided by the insurer’s nominated repairer. You can find out who your insurer is by looking at your statement of insurance, your schedule or your certificate of motor insurance.

Remember, if you have purchased substitute vehicle cover as an optional additional product, you will be able to make a claim for a hire car in the event of your car being declared a total loss following an accident that was your fault, fire or attempted theft. Your statement of price will show if you have purchased this cover, and full details of the policy can be found in your optional additional products booklet.

Car Insurance Policy Wording Customer Service 0800 035 4801 5 Caring for our customers It is always our intention to provide you with a high level of customer service.

However, if you are dissatisfied with the service provided by Hastings, the best way to contact us is via e-mail at the address below, you may also contact us by phone or letter: • • 0800 035 4801 or 0333 321 9801 (from mobile or non BT Lines). (Customer Service Helpline) • Customer Relations Department, Hastings Direct, Conquest House, Collington Avenue, Bexhill-On-Sea, East Sussex, TN39 3LW If you make a complaint and it cannot be resolved immediately or by the end of the next working day, we will send you a written acknowledgement, typically within five working days.

This acknowledgement letter will let you know who is dealing with your concerns. We will endeavour to resolve the matter as soon as possible. We will fully investigate your complaint using all the information available to us, and our customer relations department will make every effort to address your concerns.

To ensure we deal with your complaint fully our investigations can sometimes take a little longer. If they do, we will provide you with a final response usually within four weeks or explain our position and provide timescales for responding. If our investigations take longer than four weeks we will keep you fully informed of the position until we are able to provide you with a final response. Should we fail to offer you a final response within eight weeks of the initial date of your complaint, or if you are not satisfied with our response, you may refer the dispute to the Financial Ombudsman within six months of receiving our final response letter.

Their address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR Tel: 0800 023 4567 or 0300 123 9 123 Email: If your insurance is at Lloyd’s, then in the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Policyholder and Market Assistance team at Lloyd’s. Their address is: Policyholder & Market Assistance, Market Services, Lloyd’s, One Lime Street, London EC3M 7HA. Tel No: 020 7327 5693 Fax No: 020 7327 5225 E-mail: Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint—How We Can Help” available at and are also available from the above address.

Nothing in this process will affect your rights of law.

Car Insurance Policy Wording Customer Service 0800 035 4801 6 Financial Services Compensation Scheme (FSCS) We and your insurer are covered by the FSCS. You may be entitled to compensation from the scheme in the unlikely event we/your insurer cannot meet our obligations to you. This depends on the type of insurance, size of the business and the circumstance of the claim. Further information about the compensation scheme arrangements is available from FSCS ( Travelling abroad? Your current policy cover is automatically extended to include travel in the EU and the countries listed in section 5 for up to 90 days per trip.

If you intend to travel for more than 90 days per trip or visit countries not listed in section 5, your policy cover may be extended for the trip or for these countries. Please call our customer service department on 0800 035 4801 or 0333 321 9801 (from mobile or non BT Lines). at least 7 days before the date of your departure. You may have to pay an additional premium for this. Consumer Insurance (Disclosure and Representation) Act 2012 Under the Consumer Insurance (Disclosure and Representation) Act 2012, you have a duty to take reasonable care to answer all questions as fully and as accurately as possible.

If you volunteer information which is over and above that requested, you must do so honestly and carefully.

You should check your statement of insurance to ensure that all facts given are correct. It is an offence to make any false statement or withhold any information for the purpose of obtaining a certificate of motor insurance. Failure to answer all questions fully and accurately could invalidate your insurance cover and could result in all or part of a claim not being paid.

Car Insurance Policy Wording Customer Service 0800 035 4801 7 Keeping your policy up to date The terms of your policy and premium are based on the information you have given us. If any of this information changes you should tell us by calling our customer service department.

Below are some examples of what you should tell us. Please note these lists are not exhaustive and you should contact us if you are unsure about whether you need to inform us of a change. Any changes to your policy will be subject to your insurer’s agreement and may not be acceptable, therefore please contact us for guidance on changes you wish to make. If a change to your policy is acceptable it may result in revised terms and/or a change in the premium. Any changes to your policy will also be subjected to our administration fee, please see page 11 for details.

Please tell us immediately if: • You or any insured drivers are involved in an accident, no matter how trivial and regardless of blame; or • You change your address or you or any insured drivers change occupations; or • Your or any insured driver’s driving licence is revoked either temporarily or permanently, or the status of the driving licence has changed, e.g. if you or any insured driver has passed their driving test. Please tell us about the following beforehand: • If you intend to change your car. • If you intend to change what you use your vehicle for. • If you want to include other drivers.

• If you intend to alter your car from the manufacturer's standard specification. Alterations include optional extras and any changes to bodywork; these include but are not limited to: - Changes to the bodywork, such as spoilers or body kits. - Changes to suspension or brakes.

- Cosmetic changes such as alloy wheels. - Changes affecting performance such as changes to the engine management system or exhaust system. - Changes to the audio/entertainment system. Please be aware that this is not a full list of all possible changes. All changes made from the manufacturer’s standard specification must be disclosed. This policy does not cover any non standard parts (modifications). Manufacturer’s optional extras are only covered if they have been declared and your insurer has agreed to arrange cover for them.

If you make a claim for loss or damage to your car, your insurer will only pay the cost of replacing parts needed for your car to meet the manufacturer’s standard specification.

Failure to notify us of a modification may result in your policy being cancelled or treated as if it never existed, or in your claim being rejected or not fully paid.

Car Insurance Policy Wording Customer Service 0800 035 4801 8 Please tell us about the following when you renew your policy: Should there have been any changes to the insurance details of you or any other person named as a driver under this policy. Such changes to insurance details include, but are not limited to: • Any information listed on the previous page, that should be advised immediately or beforehand. • Any accidents, claims, losses or damages to any vehicle, whether or not a claim was made and regardless of blame. This includes all types of claims, damages or accidents such as fire, theft or glass damage (windscreen or window).

• Any prosecutions or motoring convictions that you or any insured drivers have received during the year, or any pending prosecutions, motoring convictions or fixed penalty notices or licence endorsements. • Any medical or physical condition or disability, for you or any insured drivers, that is notifiable to the Driver and Vehicle Licensing Agency (DVLA)/Driver & Vehicle Agency Northern Ireland (DVANI) which has not been notified to and accepted by the DVLA/DVANI. • Any non-motoring convictions for all drivers that are not considered spent. A spent conviction is one which, under the terms of the Rehabilitation of Offenders Act 1974, can be effectively ignored after a specified amount of time.

If however you have received a prison sentence of more than four years, your conviction will never become spent. Failure to notify any required changes and to take reasonable care to ensure that any information supplied is provided honestly, fully and correctly may result in your policy being cancelled or treated as if it never existed, or in your claim being rejected or not fully paid. Renewal terms will be offered based on the information you provided as shown on the statement of renewal. Please check the accuracy of this information and if any details are incorrect you should tell us by calling our renewals team on 0800 035 4801 or 0333 321 9801 (from mobile or non BT Lines).

Car Insurance Policy Wording Customer Service 0800 035 4801 9 Hastings Direct’s terms and conditions Whose products do we offer? We can arrange the following products on your behalf with a range of insurers. If you would like a list of the insurers we deal with please ask. For each optional additional product we only use a single provider, details of which are provided in our optional additional products policy wording. Who regulates us? Hastings Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA).

Our FCA registered number is 311492. You can check our registration on the FCA’s register by visiting their website or by contacting the FCA on 0800 111 6768.

Our permitted business is arranging, dealing as agent and assisting in the administration of non - investment insurance contracts. Ownerships and close links Hastings Insurance Services Limited is wholly owned by Hastings (UK) Limited (registered in England and Wales number 06769523) which, in turn, is wholly owned by Hastings (Holdings) Limited (registered in England and Wales number 07162484) which, in turn, is wholly owned by Hastings Insurance Group Limited (registered in Jersey number 108490) (“HIG”) which, in turn, is ultimately owned, through a succession of Jersey registered companies by Hastings Insurance Group (Holdings) PLC (registered in Jersey number 113859) being the parent group company.

If we have arranged your insurance with Advantage Insurance Company Limited, which is wholly owned by Advantage Global Holdings Limited (“AGH”), we should inform you that AGH is also wholly owned by HIG, which, in turn is ultimately owned, through a succession of Jersey registered companies by Hastings Insurance Group (Holdings) PLC (registered in Jersey number 113859) being the parent group company.